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Establish Change Management Groups
Change Risk Assessment Participation for Change Management
Symantec® ServiceDesk Customization Guide 7.0
If Change Management is to be used, the user groups associated with it, such as the
CAB, need to be defined in ServiceDesk. Modify the default groups to include the
appropriate individuals responsible for handling change. This is done from the Admin
tab, under > Users > Accounts > List Groups. Create change groups as needed and add
the respective users. Be sure to name the groups prefixed with "Change-" otherwise the
change templates cannot pull in that group. For example, "Change Team-Nofolk."
NOTE: If the new groups do not show up in the respective form in ServiceDesk, restart
IIS.
By default, 100% of participants at each step in the ITIL change type must approve/
participate in order for a change to occur. You can modify this so that a change proceeds
after just one person approves, after a specific user name approves, or after a majority
approves. This example shows how to modify the process so it proceeds after one
member of the CAB provides risk assessment.
To modify the risk assessment task so when one risk assessor
completes the task, the Change process moves forward
1.
Open the SD.ChangeManagement project.
2.
Go to the Risk Assessment model.
3.
Zoom out to find the Risk and Impact Assessment Dialog Workflow component.
4.
Change the connection from the 10% Risk Assessment component so it connects to
the Risk and Impact Assessment Dialog Workflow component, rather than the
Iterate Risk Assessors component.
5.
Instead of deleting the Iterate Risk Assessors and the Loop Back components, opt to
disable them as follows:
Double-click the Iterate Risk Assessors component.
From the Settings tab, clear Is Enabled and select finished as the Execution
Outcome. The finished path must connect to the Wait for All Workflow
Components (Merge) component.
Click OK.
Double-click the Loop Back component.
From the Settings tab, clear Is Enabled.
Click OK.
6.
Double-click the Risk and Impact Assessment Dialog Workflow component.
Configure as follows:
From the Assignments tab, click the Person Assignments field Browse button.
Click AllParticipantsRow.EmailAddress and click Remove.
Click Add > From Process.
Click Pick Array.
Select RiskAssessors[ ] > [*]> EmailAddress and click OK. (The Variable
name field below shows RiskAssessors[*].EmailAddress.)
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